Senior Manager Ecommerce

Job Description – Lead, Operations (E-commerce, Marketplace & Warehouse)

Role Purpose

The Lead – Operations will be responsible for managing BIBA's end-to-end operations across
e-commerce, marketplace, and warehouse functions
. This includes order flow management, inventory control, SLA adherence, logistics & returns, and customer service. The role will ensure smooth integration between warehouse and digital platforms while driving operational efficiency, cost optimization, and customer satisfaction.

Key Responsibilities

1. E-commerce & Marketplace Operations

• Oversee order flow from system integration to final delivery across and external marketplaces (Myntra, Amazon, Ajio, Flipkart, Nykaa, etc.).
• Ensure product listings, pricing, and stock synchronization are 100% accurate across channels.
• Drive SLA adherence for order confirmation, cancellations, dispatch, and delivery.
• Minimize penalties/chargebacks by ensuring proactive compliance with marketplace policies.

Metrics:

• Order SLA compliance: ≥ 98%
• Catalog & stock sync accuracy: ≥ 99%
• Penalty/chargeback incidence: ≤ 1% of total orders

2. Warehouse Operations Management

• Manage inbound, storage, and outbound processes ensuring accuracy and efficiency.
• Monitor picking, packing, and dispatch quality for e-commerce & marketplace orders.
• Conduct daily manpower productivity analysis and align resources to volumes.
• Ensure real-time inventory accuracy and zero stockouts for active SKUs.

Metrics:

• Inventory accuracy: ≥ 99%
• Order fulfillment TAT (pick-pack-ship): ≤ 24 hours
• Zero-stock/PNA case closure: within 24 hours
• Productivity (orders per person per day) – as per benchmark

3. Logistics & Returns Management

• Supervise consignment handovers to courier/logistics partners.
• Resolve in-transit and delivery-related escalations.
• Drive returns management efficiency to reduce losses and improve resale cycles.

Metrics:

• On-time delivery: ≥ 97%
• RTO (Return to Origin) rate: ≤ 5%
• Returns processed within TAT: ≥ 95%

4. Customer Service & Ticket Tracking

• Oversee query and complaint resolution linked to e-commerce and warehouse orders.
• Track ticketing dashboards to ensure timely closure and escalate recurring issues.
• Collaborate with cross-functional teams (warehouse, logistics, tech, customer care) to improve root causes.

Metrics:

• Ticket closure SLA: ≥ 98%
• Complaints resolved within SLA: ≥ 95%
• Customer Satisfaction Score (CSAT): ≥ 4.5 / 5

5. Team Leadership & Stakeholder Management

• Lead a team across warehouse, logistics, and e-commerce operations.
• Set KRAs, review performance, and drive accountability.
• Collaborate with merchandising, retail, VM, and finance teams to align business priorities.

Metrics:

• 100% timely KRA reviews
• Training hours per team member per quarter: ≥ 12
• Team attrition rate: ≤ defined benchmark

Qualifications & Skills

• Graduate/Postgraduate with 8–12 years of experience in operations (retail, e-commerce, warehouse, or logistics).
• Strong knowledge of WMS, OMS, ERP, and marketplace platforms.
• Proven track record in warehouse optimization, order fulfillment, and SLA-driven e-commerce operations.
• Excellent leadership, vendor management, and problem-solving skills.
• Strong customer orientation with ability to translate operational excellence into service quality.

Overall KRAs for the Role

1. Seamless order management across e-commerce & marketplaces with ≥ 98% SLA adherence.
2. Warehouse efficiency delivering ≥ 99% inventory accuracy and ≤ 24 hrs fulfillment TAT.
3. Optimized logistics & returns with minimal penalties and RTO ≤ 5%.
4. Superior customer service and ticket tracking delivering CSAT ≥ 4.5.
5. High-performing team with measurable productivity and capability growth.